Author: emis2000
Company: Nottinghamshire tPCT

Wellspring Surgery Patient Survey 2011

400 questionnaires were given out opportunistically to patients when they came to the reception of the surgery. Out of 400 questionnaires, 343 were completed and returned (86% response rate). 

Demographics

343 participants completed questionnaires, 35.5% of which were male and 64.5% were female. The ages and ethnicity of participants are summarised in the table below:

Age group | Number of people | Percentage
Under 18 | 4 | 1.2%
18 – 24 | 35 | 10.9%
25 – 34 | 56 | 17.4%
35 – 44 | 67 | 20.8%
45 – 54 | 63 | 19.6%
55 – 64 | 35 | 10.9%
65 – 74 | 44 | 13.7%
75 – 84 | 15 | 4.7%
85 and over | 3 | 0.9%

Ethnic group | Number of people | Percentage
White - British | 194 | 59.7%
White - Irish | 7 | 2.1%
White – Other | 16 | 4.9%
Mixed – White & Black Caribbean | 20 | 6.1%
Mixed – White & Black African | 3 | 0.9%
Mixed – White & Asian | 3 | 0.9%
White + any Other mixed background | 5 | 1.5%
Indian | 2 | 0.6%
Pakistani | 6 | 1.8%
Bangladeshi | 1 | 0.3%
Any other Asian background | 3 | 0.9%
Caribbean | 29 | 8.9%
African | 27 | 8.3%
Any other Black background | 3 | 0.9%
Chinese | 3 | 0.9%
Any other ethnic group | 3 | 0.9%

RESULTS

Travel to the surgery
Approximately half of the survey travelled to the surgery on foot, with almost a third travelling by car. 

Transport method | Number of people | Percentage
Bus | 52 | 13.3%
Bicycle | 3 | 0.25%
On foot | 196 | 50.1%
Car | 125 | 31.9%
Motorcycle/Moped | 4 | 1%
Taxi | 9 | 2.3%
Mobility scooter | 2 | 0.5%

Car parking
The current parking situation is generally unsatisfactory for patients, with over a third claiming that it is not very easy to park. Only 11.9% claimed that parking at the surgery was very easy. 

Opinion on parking | Number of people | Percentage
Very easy to park | 29 | 11.9%
Fairly easy to park | 48 | 21.4%
Not very easy to park | 95 | 38.9%
Not at all easy to park | 72 | 29.5%

51% of car users claimed that more direct bus routes would encourage them to use alternative forms of transport, with 23.3% claiming that a more frequent bus service would encourage individuals to other modes of transport.

The main criticism of the surgery car park was that there are not enough spaces generally, but also there is a lack of spaces for individuals with a disability. Another problem seems to be that general members of the public are using the car park whilst they use the shops around the area. Therefore it was suggested that there should be enforcement to ensure that only patients are able to use the car park. 

New technology – Online services

80.3% of participants were not aware of the new Wellspring Surgery website and a further 86.7% were unaware that repeat prescriptions could be ordered via the website. However, 57.1% of patients were aware that text message reminders could be received via mobile phone. 

New technology – arriving for your appointment

46.6% of patient claimed that they would use the self-service check-in screen in the new building. 3.2% claimed that they would never use it and 15.2% were unsure. 

55.5% claimed that they would use an electronic display screen, which would include appointment information, including any delays, current health information and general information about the surgery. 3.6% claimed that they would never use it and 11.3% were unsure. 

Waiting areas

To improve the environment of the waiting areas in the surgery, the following ideas were suggested.

Suggested improvement | Percentage
Plants | 25.3%
Music | 30.7%
Poems | 7.4%
Water cooler | 29.8%
More books, magazines. | 6.8%

Open day

Once the surgery moves into the new building, 71% of patients would be interested in attending an open day. 

As part of the open day, 17.5% of patients would like to meet the Patient Participation group members and find out more about joining the group, 42.4% expressed an interest in meeting the GPs, Practice nurses and admin team and 36.7% wanted more health information. Other suggestions for the open day included tea, coffee and other buffet options, explanation of health services and information, a tour of the new building and a workshop to help people access and use the new online facilities.